Sistem Reservasi on Line dan Penerapan Metode Servqual pada Hotel TriJaya Cirebon

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Julianti Kasih
Gabriela Stefiyani Suprato


Abstract — Information and technology are growing rapidly and are being used in numerous fields. Hotel industry is one of the many fields that utilize information and technology. Hotel is an industry that provides lodging services, food, and also some other services. TriJaya is a hotel that's located in Cirebon. This hotel does not a website yet, so customers need to come to the hotel and manually process their reservation. These reservation processes will be a lot more difficult if there are a lot of customers at the same time, which will increase the probability of human error and make the customers less satisfied. With the establishment of reservation, online services, and customer satisfaction measurement website, the hotel reservation services will be easier; food services will be easier, and will also help maintain the hotel quality. Servqual is a method to measure quality and customer satisfaction from a number of viewpoints. The measurement result will be used to make the hotel aware of their average customer satisfaction and also to identify which part of the services needs to be improved. This website is expected to support the business process and solve the problems that this hotel currently has. Keywords— hotel, services, reservation, servqual, survey.


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How to Cite
J. Kasih and G. S. Suprato, “Sistem Reservasi on Line dan Penerapan Metode Servqual pada Hotel TriJaya Cirebon”, JuTISI, vol. 3, no. 1, Apr. 2017.
Author Biography

Julianti Kasih, Maranatha University

Julianti Kasih is a Lecturer in the Faculty of Information Technology at Maranatha Christian University, Bandung, West Java, Indonesia. Currently Leads a marketing team for this faculty. She graduated with a Bachelor Degree in Economics from Diponegoro University, Semarang, Indonesia in 1985. In 1997 she completed her Graduate Certificate in International Business from the Faculty of Business and Economics, Monash University, Melbourne. In 2008 she earned a Master Degree in Information Systems for Businesses from Informatics Management and Computer Technological School LIKMI (STMIK LIKMI) in Bandung, Her research interest are in the area of Behavioural Information Systems, Marketing, Consumer Behaviour, Engineering Education, and Data Mining-Analytics-Big Data. Among other, she has published 3 (three) articles in the World Transactions on Engineering and Technology Education (WTE&TE), an international journal published by the World Institute for Engineering and Technology Education. Her article entitled Predicting students’ final results through discriminant analysis  (WTE&TE Vol 10, Nr 2, p. 144-147, 2012) was awarded an incentive for international journal publication by the Directorate of Higher Education, the Republic of Indonesia, in 2012. This article serves was cited in several international journal papers too.